RamsThoughts

August 29, 2007 10:26 pm

My recent customer service experience with Banking institutions

Filed under: Customer Service,Personal — ramsblog @ 10:26 pm

Around 2 months ago, we were out of town for a week. Co-incidentally I had to provide my bank account number for some other transaction. I received a call for requesting the same. Unfortunately I had left my account number information back home, and not having it handy, I requested this person to provide me the customer service numbers for couple of banking institutions that I could call and get the information I needed. My conversation with these banks

Bank 1:
Me: ring ring
CSR: Hi, My name is <name>, how may I help you?
Me: I need a favor. I am out of town about 1000 miles away from home. I apparently need my account number, would you be able to help me with that. I can provide whatever verification information you need to identify and authenticate me. This may help you know I am authorized person requesting for account number.
CSR: Let me see what I can do. May I know your date of birth?
Me: Great – I appreciate that. Here it is <date>
CSR: your identification number, address, last transaction amount, etc etc
Me: provided all these information accurately…
CSR: Here is your number

I was very happy and pleased with this conversation and for helping me with the piece of information I needed right then.

Bank 2:Me: ring ring
CSR: Hello, My name is <name>; How are you doing today? How may I help you?
Me: <described the same thing that as in previous call>
CSR: Sure, I will be happy to help you with that. I need some information to verify. May I take a look at your account information to verify?
Me: great! Thank you. Sure.
CSR: your first and last name? Date of birth? Last transaction? Any other account with us?  Etc etc
Me: provided all – I also had my credit card handy – so provided my card number. Etc etc
CSR: ok, there are a couple of ways that you can get this information.
Me: cool – how? CSR: you can look at the statement and it is at the top right corner OR, go online if you remember the onlineID and you can get the account number from there.
Me: Oh! That’s a great help. But I don’t have access to Internet and I am about 1000 miles away from home; and I need this piece of information NOW
CSR: I am sorry I am not supposed to give out the account numberMe: well, this was my very first request and you said you would help me.
CSR: Yes sir, you can get this information as I told you.
Me: it appears like you didn’t really help me although you said you would.
CSR: I am sorry sir, I can’t give the account number. Is there is anything else I can be of help with? Me: <samething again> You didn’t really help me, so there is nothing else.
CSR: Sorry sir. Thank you for calling <xxxxxxxx> bank. 
Me: I am not happy with this service call. <bang!>

——————– 

I understand this is sensitive information that they are not supposed to give out over phone. But how about my social security number that she asked me on phone? That’s the PII (personally identifiable information) too and of course it is a sensitive piece of information. Why did she even have to say she would help me when I specifically said I needed help with account number. Why promise and not deliver what they promised.  I thought customer service is “under promise, over deliver”. It was not really the case with this conversation.  

There are few companies / representatives still need to improve so much with respect to customer service.  And There are few places, where the customers always return happy. No doubt, the growth of any customer service organization is directly proportional to the services they offer.  

{tags: Customer service} 

Advertisements

4 Comments »

  1. Which bank sir, Just curious

    Comment by bachodi — August 31, 2007 10:41 pm @ 10:41 pm | Reply

  2. @Bachodi,
    I just thought of keeping the bank’s name anonymous for privacy. 🙂

    Comment by ramsblog — September 4, 2007 10:41 am @ 10:41 am | Reply

  3. Thats why I prefer to remember account numbers 🙂

    These CSRs are useless & services from banks are pathetic.. I requested for a duplicate credit card as the present one is not working. According to them it takes 4-5 working days & it’s been 3 weeks since I put in the request & no sign of the card… grr..

    Comment by Prashanth M — September 18, 2007 10:54 pm @ 10:54 pm | Reply

  4. Hello! i wanna buy new port. player, please help choose me. please write here 🙂
    buy buy http://18years.hot-adult-portals.info/

    Comment by dabooogi — November 14, 2007 7:38 am @ 7:38 am | Reply


RSS feed for comments on this post. TrackBack URI

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Create a free website or blog at WordPress.com.

%d bloggers like this: